How to destroy your brand reputation in one afternoon!

Things are pretty fab with Sixty60, everything is presented beautifully, the app is easy to operate and things seem to work, that is until something goes wrong! Then their failure is so spectacular and mind blowing that I am quite sure that I won't set a foot in a Checkers store ever again.

I placed an order just before 14H00 today, just fab, some spoils for tonight and I don't have to go to a shop to have a chilled Netflix evening. As always, I track the delivery closely in the app (you can follow the driver in real-time as they approach your house.) My excitement quickly turned to horror as the driver stopped at a completely different address on the interface and proceeded to mark my order as delivered.

What would have been a chilled evening has been spoilt. There's virtually no customer support in the app - so I jumped on the phone to the "Care" centre only to be told the driver must have accidentally pressed the "delivered" button on the app when he collected at the store instead of the "collected" button. I should phone back in 45 minutes if the order isn't delivered.

Having watched the shopper in real-time via the app, ticking things off my list and marking my order as "on the way" a few minutes later and having watched the driver move along the map on the tracking screen towards my address - I knew that the driver pressing the wrong button was not the problem. The problem was that the driver delivered by paid order to someone else!

There's been no attempt to fix this, or even an acknowledgement that my order has been delivered to someone else. Based on the response and feedback - which mostly said something along the lines: we hope your order has been delivered in the meantime. There as been no attempt to resolve anything.

I'm mad as hell right now, but I also know that there is great power in where I spend my Rands.

Sorry Checkers, you can build beautiful stores and apps, but if you can't manage your operations and leave your customers feeling like they've been ****** of their money, time and dignity (yes responding to complaints with copy paste e-mails, ignoring your customer's needs & requests leaves them feeling undignified) then you have no place in my world. Me, myself and my family will be spending our Rands elsewhere as of today. #ByeCheckers